Remote distance assistance system and method

ABSTRACT

Techniques for conducting a support session and determine suitable instructions for resolving a certain technical mal-function in a device/equipment of a user. Imagery data associated the technical mal-function is received from a user&#39;s device and used for determining at least one improperly setup property associated with the mal-function in the mal-functioning device/equipment based on a comparison of the received imagery data with reference data. Instructions comprising augmented imagery for resolving the mal-function can be then generated, or fetched form a database, based on the determined at least one improperly setup property. A new database record can be generated comprising the augmented imagery data for use in future support sessions associated with the mal-function.

TECHNOLOGICAL FIELD

The present invention is generally in the field of remote distanceassistance, and particularly relates to system and method for remotelydiagnosing and expert assistance in resolving technical problems.

BACKGROUND

Technical support systems utilized nowadays makes it difficult fordigital service providers (DSPs), and especially for service/technicalsupport centers, to provide efficient (in terms of time and customersatisfaction) technical support services to their customers (alsoreferred to herein as remote users). Though, there is a strong pushnowadays toward self-service schemes, yet customer's adoption levels ofself-service technologies are rather low. Today's Customer Support modelis subject to the following challenges:

-   -   The customer environment and support needs have become very        complex, which is expected to grow exponentially with the        expansion of internet of things (IoT);    -   Voice-based contact with remote users is typically used for        technical and service support around the globe, but is suffers        from challenges like communication gaps, diagnosis challenges,        limited problem solving rates and customer frustration;    -   Customer service over the phone is becoming increasingly        expensive due to declining average revenue per unit (ARPU); and    -   Technicians dispatch is becoming very expensive, non-scalable        and a source for customers' dissatisfaction.

Therefore, Service and Product companies focuses nowadays mainly onsolving the problems derived from the above challenges i.e., the highcost of support, the low customers' satisfaction, and the limitedability to scale support to the incoming IoT boom.

During the past years there has been a significant change in the waypeople communicate and use mobile telecom services. There is anoticeable shift from the traditional telecom, voice and SMS, services,to a more data-centric mobile phone experience. The transition from callservice provider (CSP) to digital service provider (DSP) has been drivenby the mass consumption of cellular data, which is accelerated aslong-term evolution (LTE) services are rapidly being deployed, alongsideexisting 3G and 4G services. In fact, nowadays DSPs conduct more than80% of their transactions through online digital channels.

Contact centers have also undergone an irreversible evolution over thelast decade. The results of the 2015 Global Contact Centre BenchmarkingReport confirm a continued, dramatic change. Digital contact, in theform of email, web chat, social media, and self-service channels,continues its explosive growth as popular engagement methods, and moreand more contact/support centers around the world no longer want to usethe traditional vocal telephone communication to communicate withorganizations/customers.

The present disclosure provides remote assistance techniques forefficiently identifying technical faults and/or improper equipmentsetups/configurations, and determining a most likely solution to resolvethem. For example, and without being limiting, the techniques disclosedherein can be used in interactive self-assembly applications,installation and troubleshooting of faults in items e.g.,self-construction of items/equipment such as furniture, consumerelectronics, appliances and even person to person video aided support.An aim of some of the embodiments disclosed herein is to minimize theburden, and the accompanied frustrations, of users/customers attemptingto assemble items or trying to rectify/fix faulty equipment/instruments.

The techniques disclosed herein thus aim to provide remote efficientuser/client support services, that in many cases can be used to avoidsending high skilled technicians to the user/customer. For example, thetechniques disclosed herein are usable for technical support centers ofcompanies, and usable for shortening of the over the phone service timeper customer and to reduce the technician dispatch rate.

Some solutions known from the patent literature are briefly describedherein below.

International Patent Publication No. WO 2007/066166 discloses a methodto process and display control instructions and technical informationfor an equipment, plant or process in an industrial facility. A softwareentity may be configured with identities of selected said equipment,plant or processes. The software entity may also retrieve informationassociated with said equipment, plant or process by means of being soconfigured. Information may be combined and annotated on a displaydevice to provide control or maintenance instructions. A display device,a computer program and a control system are also described.

International Patent Publication No. WO 2009/036782 describes a virtualcommunity communication system where two or more technicians carry oraccess an augmented reality (AR)—enhanced apparatus to communicate andexchange, over a LAN or the Internet, information regarding assembly orservicing or maintenance operations performed on complex machinery. Datastreams exchange between the peers of the virtual community is performedby means of a centralized server. Various arrangements are presentedthat can be selected based on the needs of the operation to beperformed, such as the number of members of the community and the typeof communication equipment. The system is applicable to any applicationof the virtual community communication system and is optimized forapplication to industrial machinery.

General Description

There is an ongoing demand for efficient customers' service centerscapable of quickly diagnosing and efficiently resolving problemsencountered by their remote users. However, the traditional voice callsupport paradigm is rarely capable of addressing the requirements ofestablishing efficient and cost effective customer support centers. Atbest, the conventional telephone voice call based support centers arecapable of identifying a limited number of faults by tediouslyinterrogating their remote end users over the phone in attempt to gathermeaningful information for resolving the encountered problems. In manyevents the regular end user is not capable of correctly defining theexperienced problems/difficulties nor to provide the support center withmeaningful information for solving it, such that in many cases a skilledtechnician is eventually sent to resolve the problem at the user'sremote site (e.g., home, office, etc.).

The present application provides techniques and tools for improving theabilities of support centers to quickly identify failures/defects infaulty items/equipment at the remote user's site, and for quicklymatching a working solution to the identified failures/defects. Theamount of information exchanged between the remote end user and thesupport center is considerably increased by using at the remote site acommunication device capable of exchanging imagery and auditory, andoptionally also text, data (e.g., smart phone, PDA, laptop, tablet, andsuchlike, which generally referred to herein as user's device) forestablishing a support video session with the support center.

Upon establishing the video support session, the support centerprocesses and analyzes the auditory and imagery (and optionally text)data received from the remote end user for identifying in the faultyitem/equipment failures/defects causing the problems experienced by theremote user. The support center provide the expert-supporter tools foradding annotations, signs and/or symbols to the imagery data (stillimages or video frames) received from the remote user for conveyinginstructions to the remote user showing the actions required to resolvethe experienced problem. The annotated imagery data is thenplayed/presented in the display of the user's device, and whenever theremote user manage to successfully resolve the problem by following theillustrated instructions, a database record system is constructed inorder to record the encountered problem and the solution used to resolveit. This way, a database of working solutions is established gradually,which are used by the support center for solving problems in futuresupport sessions conducted by the support center representatives.

The disclosed techniques utilize computer vision tools having trackingcapabilities for identification of complex objects/elements within thescene, and for allowing tracking of such complex objects insophisticated/challenging visioning conditions e.g., poorly lightedscenes characterized in fast camera movements in close proximity to theobjects, and when the relevant object is immersed within a complexbackground. In some embodiments these capabilities are implemented byuse of neural network tools. This way a multitude (thousands) of videostreams can be analyzed by systems implementing the techniques disclosedherein to assist in the technical support sessions thereby conducted.

The present application thus provides techniques for conducting visualtechnical support sessions allowing remotely solving in real-timeproblems experienced by users. The techniques disclosed herein allowsthe supporter to see the same scenes the user is exposed to, andinstruct the user in real time while the imagery data is acquired anddelivered to the support system. The imagery data obtained from theremote end user is used by the supporter to illustrate a possiblesolution to the experienced problem by introducing various annotationsinto the imagery data and thereby produce augmented reality built on theacquired scene for providing the user with instructions on how toresolve the encountered problem.

Various tools were developed to continuously maintain the databaserecords and discard database records that are not relevant or valid,inefficient, and/or rendered obsolete, and to facilitate real timematching of best working solutions from the database records to ongoingsupport sessions conducted by the support center. The techniquesdisclosed herein can be thus used to develop visual cellular chatbotsconfigured to provide automated customer support services providingself-service tools for resolving technical problems encountered by theusers.

Optionally and in some embodiments preferably, the video support sessionbetween the support center and the user's device is activated by theuser after receiving an activation link embedded in a text message(e.g., SMS, WhatsApp or email) sent from the support center. By clickingon/accessing the embedded link the user opens the support sessiondescribed herein and establishes the video support session communicationwith the support center. Optionally, the support session is achieved bymean of an application installed on user's device and configured toestablish the video support session communication with the supportcenter.

One inventive aspect of the subject matter disclosed herein relates to asupport system for diagnosing and resolving a mal-function in a user'sequipment, the support system comprises a computerized system configuredto receive imagery data of the user's equipment. The computerized systemcomprises an image recognition module configured and operable to processthe imagery data and identify in it at least one property of a setupconfiguration of the equipment and generate setup configuration dataindicative thereof, and a processor utility configured and operable tocompare the setup configuration data with reference data indicative ofone or more improperly setup properties, match the at least oneidentified setup configuration property with at least one of theimproperly setup properties in the reference data, determine at leastone improperly setup property associated with the mal-function of theuser's equipment, and provide instructions data for resolving themal-function.

The processor utility can be configured and operable to generate guidinginstructions for the image recognition module to guide the processing ofthe imagery data based on keywords received from an operator of thesystem. Optionally, and in some embodiments preferably, theoperator/supporter provides the processing utility with images, or someportions/segments thereof, for guiding the processing of the imagerydata. The processing utility can be thus configured to compare theimages received from the operator/supporter to the imagery data receivedfrom the user's device, to identify the at least one property of a setupconfiguration of the equipment and generate the setup configuration dataindicative thereof, based on the images received from theoperator/supporter.

The system can comprise an optical character recognition moduleconfigured and operable to identify textual information in the imagerydata for aiding the image recognition module in the processing of theimagery data.

Optionally, and in some embodiments preferably, the at least one setupconfiguration property identified by the image recognition modulecomprises either at least one hardware component or at least onesoftware component associated with a graphical user interface.

In some possible embodiment a repository of working solution records isused in the system for providing the instructions data for resolving themal-function. The instructions data provided by the processor utilitycan thus comprise at least one working solution record obtained by theprocessor utility from the repository based on the determined at leastone improperly setup property.

An image processing module can be used to superimpose onto the imagerydata annotations indicative at least in part of the instructions data.The instructions data can thus comprise the annotated imagery datagenerated by the image processing module. The system can use at leastone tracker module to adjust at least one of orientation, size andlocation, of the annotations superimposed in at least one of the imagesof the user's equipment. Optionally, and in some embodiments preferably,the processor utility is configured and operable to generate in therepository a new working solution record comprising the instructionsdata with its respective annotated imagery data.

The processor utility can be also used to process the working solutionsrecords in the repository and assign to each of the records a rankindicative of its ability to resolve a mal-function. In some embodimentsthe processor utility is configured to remove from the repositoryrecords of working solution having low ranks, and maintain in therepository only records of working solution having high ranks.

In some embodiments the computerized system is configured to receiveauditory data from the user, in this case, a speech analysis module canbe used to process the received auditory data and identify in it atleast one keyword associated with the mal-function. Optionally, and insome embodiments preferably, the processor utility is configured andoperable to generate guiding instructions for the image recognitionmodule to guide the processing of the imagery data based on at least oneof image segments or portions, the keywords identified in the auditorydata by the speech analysis module, and/or keywords received from anoperator/supporter of the system.

In some embodiments the auditory and imagery data are generated by auser device. The processor utility can be used in this case to establishvoiceless video communication with the user device responsive to atleast part of the auditory data, for exchanging voiceless video datatherewith comprising the imagery data of the user's equipment.Optionally, and in some embodiments preferably, the processor utility isconfigured to send the user device instructions for setting up thevoiceless video communication therewith. Thus, the voiceless videocommunication can be established upon receipt and carrying out theinstructions by the user device.

In some embodiment the system is used in a support center configured toconcurrently conduct a plurality of support sessions for resolvingmal-functions in a respective plurality of users' equipment. Optionally,and in some embodiments preferably, the instructions for setting up thevoiceless video communication comprises a network address of a computerserver configured to establish the voiceless video communication betweenthe user device and the support center. The computer server can beimplemented either at the support center or at a remote site.

In some possible embodiments, the computer server is implemented at aremote site and being configured and operable to implement at least oneof the image recognition module, tracker and/or image processing moduleused with the imagery data, and at least some functions of the processorutility.

Another inventive aspect of the subject matter disclosed herein relateto a computer implemented method for use in tech-support. The method canbe implemented by a processing unit configured and operable to provideautomated, semi-automated or live tech-support trouble shooting. Themethod comprises: providing the processing unit imagery data associatedwith a support session carried out in connection with a certaintechnical mal-function of a device of a user; providing the processingunit reference data associating the mal-function with one or moreimproperly setup properties; applying by the processing unit machinevision processing to the imagery data to identify at least one propertyof a setup configuration of the device; and comparing by the processingunit the at least one property with the one or more improperly setupproperties to determine at least one improperly setup propertyassociated with the mal-function of the device. In some embodimentsdeep-learning is used in the machine vision processing for analyzing theimagery data and identifying the at least one property.

Optionally, and in some embodiments preferably, the method comprisesapplying at least one of natural language processing (NLP) and/or expertpointer and/or keyword typed by the expert and/or speech analysis tohuman communication carried out during the support session to determinethe certain technical mal-function in order to allocate the mostrelevant reference cases. The at least one property can comprise atleast one component of the device associated with the technicalmal-function. The method can thus comprise applying at least one ofnatural language processing (NLP) and/or expert pointer and/or keywordtyped by the expert and/or speech analysis to human communicationcarried out during the support session to guide the machine visionprocess in identifying the at least one component in the imagery data.

In some embodiments the method comprises querying, based on thedetermined at least one improperly setup property associated with themal-function, a multimedia library comprising one or more multimediarecords each including at least one of imagery and auditory informationindicative of rectification of respective improperly setup property andretrieving from the multimedia library at least one multimedia recordfor rectifying the improperly setup property. In addition, a datalibrary comprising one or more sets of instructions records associatedwith rectification of respective improperly setup property can be usedto retrieve therefrom at least one record of specific set ofinstructions for rectifying the improperly setup property andcommunicating the at least one record to the user.

The method can thus comprise applying image processing to the imagerydata to augment the imagery with indicia indicative of one or moreactions that should be carried out in accordance with the specific setof instructions for rectifying the improperly setup property, therebygiving rise to augmented imagery data; and communicating the augmentedimagery data to the user.

In some embodiments the specific set of instructions includes dataindicative of configurations of one or more components of the deviceassociated with the properties of the setup configuration. The imageprocessing can comprises: retrieving from an image data storage one ormore characteristic images of the one or more components; utilizing thecharacteristic images to apply deep learning to the imagery data toidentify the one or more components in the imagery data and determinetheir respective locations in the imagery data; augmenting the imagerydata by embedding the indicia indicative of at least one action of theactions; whereby the at least one action is associated with at least oneof the components and the indicia is being selected in accordance with atype of the action and is embedded in the imagery to be located inproximity to a respective location of the at least one component.

In some embodiment the one or more components include either at leasthardware component or at least software components associated withgraphical user interface.

The method can comprise creating a new library record comprising theaugmented imagery data for use in future trouble shooting sessionsassociated with the mal-function. Optionally, the method comprisesremoving the background of the imagery data contained in the new libraryrecord.

Optionally, and is some embodiments preferably, the method comprisesdetermining for each of the improperly setup properties associated withthe mal-function a weight indicative of a likelihood that the improperlysetup property is causing the mal-function, and using the weights toprioritize the retrieving of the at least one library record. The methodcan also comprise using the weights to determine an ordered set of datarecords to be communicated to the user, and communicating to the userone of the records at a time until the mal-function is resolved.

The method can also comprise determining a score for each record on thedata library indicative of its success in resolve users' problems inprevious support sessions. Optionally, and in some embodimentspreferably, the method comprise discarding records of the data libraryhaving low scores.

Yet, another inventive aspect of the subject matter disclosed hereinrelates to a method for use in a support session, to provide automatedor semi-automated tech-support trouble shooting. The method comprising:providing imagery data associated with a trouble shooting sessioncarried out in connection with a certain technical mal-function of adevice of a user; providing reference data associating the mal-functionwith one or more improperly setup properties; applying image processingto the imagery data to augment the imagery with indicia indicative ofone or more actions that should be carried for rectifying at least oneof the improperly setup properties associated with the mal-function,thereby giving rise to augmented imagery data; and creating a newlibrary record comprising the augmented imagery data for use in futuretrouble shooting sessions associated with the mal-function. The methodcan comprises updating the reference data with a weight indicative of alikelihood that the improperly setup property is causing themal-function, based on results of rectification of the improperly setupproperty in resolving of the mal-function in the user device.

The method comprises in some embodiments receiving a support requestfrom the user in a telephone voice call from the user's device, sendingthe user's device a network address to obtain in the user's deviceinstructions for establishing a bidirectional video communicationtherewith, and conducting the support session after the bidirectionalvideo communication with the user's device been established.

A further inventive aspect of the subject matter disclosed hereinrelates to a method for conducting a support session. The methodcomprises requesting support in a telephone voice call from a user'sdevice to a support center, receiving from the support center a networkaddress of a remote server, using the remote server to establish abidirectional video communication between the user's device and thesupport center, and providing the support center imagery data associatedwith a support session carried out in connection with a certaintechnical mal-function of a device of the user, to thereby cause thesupport center to determine instructions for resolving the technicalmal-function based on a comparison of at least one property of a setupconfiguration identified in the imagery data with reference dataassociating the mal-function.

BRIEF DESCRIPTION OF THE DRAWINGS

In order to understand the invention and to see how it may be carriedout in practice, embodiments will now be described, by way ofnon-limiting example only, with reference to the accompanying drawings.Features shown in the drawings are meant to be illustrative of only someembodiments of the invention, unless otherwise implicitly indicated. Inthe drawings like reference numerals are used to indicate correspondingparts, and in which:

FIGS. 1A to 1C schematically illustrate support sessions according tosome possible embodiments, wherein FIG. 1A a sequence diagram showingpossible stages in the communication establishment and FIGS. 1B and 1Cschematically illustrate exchange of video streams between the remoteuser and the support center;

FIG. 2 is a functional flowchart schematically illustrating a supportsession management according to some possible embodiments;

FIG. 3 is a functional block diagram schematically illustratingcomponents of the control unit of the support center;

FIG. 4 is a functional flowchart schematically illustrating a supportsession configured according to some possible embodiments to use andmaintain a database of past working solutions; and

FIGS. 5A and 5B are functional block diagrams of the system utilizingdeep/machine learning tools in the support sessions according to some apossible embodiments.

DETAILED DESCRIPTION OF EMBODIMENTS

One or more specific embodiments of the present disclosure will bedescribed below with reference to the drawings, which are to beconsidered in all aspects as illustrative only and not restrictive inany manner. In an effort to provide a concise description of theseembodiments, not all features of an actual implementation are describedin the specification. This invention may be provided in other specificforms and embodiments without departing from the essentialcharacteristics described herein.

Support sessions techniques and systems are disclosed, wherein abidirectional video communication is established between a technicalsupport person and a remote user to provide additional layers ofinformation exchange therebetween, thereby expanding the abilities ofthe system to detect failures/defects in a faulty item/equipment, and ofillustratively conveying solutions to the remote end-user. Thebidirectional video communication can be achieved without requiringinstallation of a dedicated video support session application in theuser's device. In some embodiments, after a telephone call is receivedfrom the remote user in the customer support center, theexpert/supporter verify the end-used own a smartphone, and then sends alink (e.g., embedded in a text message) to the user's device (e.g.,smartphone), and the bidirectional video stream is established once thecustomer clicks on the link received from the support center.

The bidirectional video communication enables the expert/supporter tosee the environment at the remote site of the user, as captured by theback camera of the user's device, and thereby allows providing theremote user with substantially accurate instructions for resolving theencountered problem.

With reference to FIGS. 1A and 1B, a support session 19 is initiated(A1), in some embodiments, when the remote user 33 calls the technicalsupport center (TSC) 36 to request technical support (e.g., report afault, or request assistance to configure/assemble an item/equipment).While is some possible embodiments the initiation step (A1) is performedby a regular (i.e., over cellular and/or landline networks) telephonecall to the support center, it may as well be performed over othercommunication channels e.g., satellite communication, voice over IP, andsuchlike. In response to the user's call, the TSC 36 sends a message(A2: e.g., SMS, email, WhatsApp, or suchlike) comprising a link/networkaddress (e.g., URL). By accessing (A3) the received link (e.g., byclicking, or touching a display thereon on a touchscreen), a remotecomputer/server 36 s is accessed by the user's device 31 over thenetwork 32, wherefrom video support session setup instructions/code (A4)are sent to the user's device 31. The remote server 36 s may beimplemented as part of the support center and/or in a cloud computinginfrastructure accessible for both the users and the support center.

Upon receiving the video support session setup instructions, a videosupport session (21) is established. The video support session (21) mayinclude a request (A5) for the user's approval that the TSC 36 activatethe back camera 31 c of the user's device 31 during the video supportsession for sending imagery data 33 i (e.g., video stream in parallelwith the verbal interaction on the cellphone 33 v) to the TSC 36. Oncethe user 33 approves (A6) the request, a video support session (A8) isestablished in parallel to the on-going audio chat, that allows thesupporter 36 p to see on a display terminal 36 d the scene comprisingthe faulty item/equipment 33 e as it is captured by the camera 31 c ofthe user's device 31 (e.g., in video or stills mode, depending on thedata communication bandwidth or by choosing such option manually).

Optionally, and in some embodiments preferably, the support session 19is configured to superimpose on the initiating voice call (A1) a videolayer performed via a data network (e.g., the Internet). Accordingly,the support session of some embodiments comprises a voice callcommunication channel to which a video communication channel is added,exchanging only imagery data i.e., the video communication does notinclude voice data, but only image frames or still images. It is howevernoted that the voice call channel may be implemented by voice-over-ipcommunication (e.g., WhatsApp, Viber, and suchlike).

After the user 33 defines verbally (33 v) the problem and/or reasons forwhich the support is needed (A1), and the audio-video video supportsession (A8) is established, the supporter 36 p instructs the user 33 topoint the camera 31 c toward the faulty item/equipment 33 e, to obtain avideo/imagery stream 33 i combined with the verbal 33 v description ofthe user 33, for facilitating figuring out the right solution, andproviding such solution as instructions and actions to be carried out bythe user 33. This process (19) may be conducted iteratively in real timeuntil the user's problem is resolved. Only in the event that thesupporter/TSC system 36 did not manage to resolve the user's problem, askilled technician might be sent to resolve the user's problem.

The techniques described herein enables the supporter 36 p tosuperimpose in real time on the captured images of the video streammarkers and/or annotations created manually, or selected from apre-prepared library, and apply them on the relevant objects/elementsunder discussion, for further clarification. These markers orannotations are attached to the object during the video session using avideo tracker, so even if there is a relative movement between theuser's device 31 (smartphone camera) and the object 33 e the markers andannotation remain anchored to the object. Alternatively, this can alsobe done by taking snapshots from the live video 33 i and drawingsymbols, markers or annotations in order to clarify the guidance to thecustomers. One or more databases 36 r of images and/or videos are usedin some embodiments to record data about the problems encountered by theremote users 33, and about the solutions that managed to resolve them,including the imagery data with the added markers and/or annotations.Optionally, the imagery data is recoded after the background appearingin them is removed therefrom.

The control unit 12 of the TSC 36 is configured and operable to displaythe video stream received from the user's device 31 in a display device36 d at the TSC 36, and provide the supporter 36 p with image processingtools for adding the annotations, symbols or markers, into video framesor into the stills images received from the user's device 31. Thecontrol unit 12 is further configured and operable to send theimages/videos frames with the annotations/instructions introduced by thesupporter 36 p to the user's device 31 for displaying them to the remoteuser.

As shown in FIG. 1B, the computer/server 36 s used to conduct the videocommunication between the user 33 and the support center 36 may beimplemented in the support center 36, and/or in a remote data network 32e.g., in a server farm or in a cloud computing environment. Optionally,and in some embodiments preferably, the remote server/computer is alsoconfigured to carry out some of the tasks of the control unit 12, suchas but not limited to, AR functionality, tracker functionality, imagerecognition and/or processing.

As illustrated in FIG. 1C, in some embodiments the TSC 36 provides thesupporter 36 p built-in capabilities configured for introducing on-linein real-time the annotations 39 into one or more of the images/videoframe acquired by the camera 31 c of the user's device 31 i.e.,augmented reality tools. The annotations can be manually added to theimages using a pointing/mouse device and draw tool/module, and/or anyimage processing utility having freehand abilities. The images/videoframes 33 i′, with the annotations 39 placed in them by the supporter 36p, are then transferred over the data network 32 to the user's device 31and displayed in its display.

Additionally or alternatively, the supporter 36 p may manually choosepre-defined symbols/icons and/or functional signs, and place them in theacquired images/video stream 33 i, or the video stream, at certainlocations/adjacent or on certain objects/elements seen therein. In someembodiments an embedded video tracker is used to attach the symbolsand/or annotations 39 placed by the supporter 36 p in the images/videostream 33 i to the selected objects, and translate and/or resize themwhenever there is a relative displacement caused due to movements of theobject and/or the camera. Thus, the sizes, relative location in theframe, and/or magnification of the symbols and/or annotations 39 placedby the supporter 36 p may change responsive to changes in the locationof the camera relative to the faulty item/equipment 33 e. In somepossible embodiments, more advanced augmented reality (AR) tools areused to create an associative connection between two or more objectsseen in the images/video stream 33 i using connecting symbols, iconsand/or signs, such as arrows, where the pointing direction also has ameaning and significance for resolving the problem.

This way, a bidirectional video communication can be used to provide thesupporter 36 p with a video stream 33 i showing the setup/configurationof the faulty item/equipment 33 e, and in the other direction providesthe remote end user 33 with an instructive video stream 33 i′ (anaugmented reality video produced from the video stream 33 i) with theannotations/markers introduced by the supporter 36 p, which may bedisplaced and/or resized by the video tracker corresponding to movementsof the camera 31 c of the user's device 31. A video tracker tool/module36 t may be implemented in the control unit 12, or it can be implementedto operate in a remote server/the cloud, and configured and operable totrack predefined objects/elements appearing in the video stream 33 ireceived from the remote user 33, and re-acquire the trackedobjects/elements if they disappear from the frame and reappear due tomovements of the camera 31 c.

The video tracker is configured to track the relevant objects/elementsunder discussion within the video frames and to attach annotations,symbols/icons, signs and/or text, to them during their movement withinthe video frames, so the expert/supporter and the remote user always canfocus on them during the support session, and thereby make the verbalguidance provided by the expert/supporter more comprehendible. The videotracker thus generates a focus on the relevant objects that are neededto be pointed/highlighted to resolve the problem. These objects can bepointed/highlighted either manually by the expert/supporter on the videostream received from the remote user, or automatically by using computervision algorithms, where their relevance are acknowledged by theexpert/supporter or automatically by speech analysis of the mainkeywords of the discussion text between the expert and the client, orkeywords that the expert will provide to the system. Once detected andacknowledged by the expert, the video tracker is applied on theseobjects simultaneously along with augmented reality that defines therelationship between the different objects within the scene as aguidance tool.

The visual remote guidance/support system 30 thus establish a bridgebetween the central role of smartphones in modem live and the need ofdigital services providers to offer efficient, satisfactory technicalsupport at real time. On the other hand, this technology also bridgesthe physical gap between the contact center and the customerenvironment. The system 30 combines visual experience provided by theexpert 36 p instantly connected with user/customer 33 via its smartphone31, for seeing what the user/customer sees and providing interactiveguidance using gestures, annotations and drawings with augmented reality33 i′ capability. The supporter 36 p is thus capable of on-line showingand instructing in real-time customers/users 33 the actions to becarried out to resolve encountered problems.

Accordingly, the system 30 enable to proactively diagnose faultyitem/equipment for increasing the productivity and efficiency, and toresolve issues faster based on a maintained pool of past workingsolutions i.e., comprising videos and images records that arepreselected manually or automatically by the system. The smartphonedevice 31 is thereby harnessed to conduct support sessions and improvecustomer satisfaction, decrease technician dispatch rates for resolvinguser's problems, substantially improve the first call resolution rates,and decreasing the average handling time.

The TSC 36 is configured in some embodiments to record the video supportsessions (21) in a repository 36 r. This way, the TSC system 36 builds acontinuously growing audio/visual data base of user's problems, and oftheir corresponding working solutions, to be used by computer visiontools to facilitate resolving of user's problems in future technicalsupport sessions. Optionally, and in some embodiments preferably, thisdatabase is stored in a network computer/server of the TSC 36 (e.g., inthe cloud).

FIG. 2 is a functional flowchart illustrating a support session 20according to some possible embodiments. The support session 20 commencesby the remote user initiating a telephone call to the technical supportcenter (TSC) (S1), and verbally describing (S2) a problem encounteredwith respect to an item and/or service supported by the TSC. At the TSC,the auditory signals (S2) received from remote user is processed andanalyzed (S3) by speech analysis tools to extract therefrom keywordsassociated with the faulty item/equipment and/or the nature of theencountered problem.

After the supporter receives enough information from remote useraudio/visual communication is established between the TSC and the remoteuser (S4). The imagery data received from the user device is processedby the TSC (S5) to detect the faulty item/equipment captured in it, andto identify in the imaged item/equipment possible failures/defects (S6)causing the problem encountered by the remote user.

Optionally, and in some embodiments preferably, live support operationalmode of the TSC 36 utilizes an embedded on-line computer vision toolconfigured and operable to identify automatically the relevant objectsin the images/video stream 33 i, or identify codes, text and/oricons/symbols, that seen on the faulty item/equipment 33 e, and tothereby enable the TSC system 36 to identify the type, make, serialnumber etc. of the faulty item/equipment 33 e. In some embodiments thesupporter 36 p may guide the computer vision tools as to what objects tolook for in the images/video stream 33 i e.g., by the supporter manuallyplacing a cursor of a pointing device/mouse on/near objects/elements,after understanding the nature of the problem to be resolved.

Alternatively or additionally, speech analysis tools are used to analyzethe user's speech 33 v and identify keywords pronounced by the user 33to aid operation of the computer vision tool while it is scanning theimagery data 33 i for the relevant objects/elements within the acquiredscene. For example, if the speech recognition tool identify words suchas internet/network and communication/connectivity in the auditorysignals 33 v from the user 33, it may guide the computer vision tool tolook for LAN sockets or cables, WiFi antennas and/or LEDs indications.Optionally, and in some embodiments preferably, the keywords used foraiding the computer vision tools are typed by the supporter 36 p. Uponidentifying the relevant objects in the imagery data 33 i the TSC system36 can analyze the current setup/configuration and automaticallyidentify possible faulty conditions therein that cause the problem theuser is experiencing, and/or open display windows in the displayterminal 36 d to present to the supporter 36 p the object identified bythe system as being relevant to the user's problem.

The TSC can then instruct the end user how to resolve the problems invarious different ways. If the problem is relatively simple to resolve(e.g., press the power switch), the supporter can verbally instruct theend user to perform the needed actions. If the end user did not manageto carry out the given verbal instructions, or in case of a relativelycomplicated scenario, the supporter generates an instructive augmentedreality video stream using one or more video trackers (S8) for showingin the display of the end user's device (S9) how to resolve theencountered problem.

Optionally, and in some embodiments preferably, the TSC systeminterrogates its database to match a best working solution (S7), basedon the determined failures/defects, and transmit to the end user theinstructions recorded in the database to resolve the problem. Therecorded instructions may comprise text, auditory and/or video/augmentedreality content, and the supporter may decide to provide the remote userwith only a selected type (or all types) of recorded instructivecontent, and/or some portion, or the entire set of instructions.

After presenting to the remote user the proposed solution(s) in thedisplay of the user's device (S9), the user performs the instructionsreceived from the TSC. During this stage the video stream iscontinuously received from user's device, thereby allowing the supporterto supervise and verify that remote user carries out the right actions,and to provide corrective guidance if the remote user perform incorrectactions. If the presented instructions carried out by the remote user donot resolve the problem, the video session proceeds in attempt to detectadditional failures/defects possibly causing the encountered problem. Inthe event that the remote user managed to resolve the problem based onthe presented instructions, data of the support session 20 is recordedin a new database record at the TSC (S11). The new database recordcomprises data related to the resolved problem, and/or keywords used bythe system to identify the failures/defects, and/or objects/elements inwhich the failures/defects were found, and/or text, auditory and/orimagery data conveyed to the remote user for resolving the problem.

The TSC is configured to learn the nature of the problem encountered bythe remote user from the video stream and/or auditory signals received,learn the best past working solutions and construct database recordsrelated to events and successful solutions that the system managed toprovide. This database is configured to be continuously updated duringthe system service lifetime. The system learns and analyses the databaseand produce over time more and more efficient solutions tofailures/defects encountered by the remote users.

The TSC system 36 may be configured to perform periodic/intermittentmaintenance procedures to guarantee the effectiveness and validity ofthe records stored in the database. In some embodiments each databaserecord is monitored during the maintenance procedures, and ranked/scoredaccording to total number of times it was successfully used to resolve aspecific problem, and the total number of times it failed to resolve theproblem, to determine its successful problem resolving percentage (rank)in real-time technical support sessions (20). The maintenance furthercomprises in some embodiments discarding the database records thatreceived low ranks during the maintenance, and maintaining only therecords that received the higher ranks. Apparently, such databasemaintenance procedures increases the chances of successfully resolvinguser's problems in future technical support sessions (20), by using thegood working examples used in the past to resolve the same problems.

Big data mining algorithms (dedicated for images and video i.e., videoanalytics tools) can be used to continuously monitor the accumulatedvideo streams and images database and sort it and classify cases andsolutions that will be the base line for the deep learning algorithmsdescribed herein. At the initial steps of the system such mining will bedone manually, where the experts/supporters will scan the most relevantvideos video support session conducted during the day and classify themaccording to problems they dealt with. Next, the system will scan onlinethe video support sessions and classify them automatically based on thekeywords, objects/elements identified in the video stream. In addition,the system will take snapshots automatically of frames from the videostream of relevant objects/elements in-order to classify them and addthem to the database for the computer vision algorithm discussed above.Optionally, the background is removed from the snapshots added to thedatabase.

Deep learning algorithms can be used to analyze the images and thevideos that were classified by the system, and to deliver the bestworking solution based on the lessons been learned from all the pastsupport sessions related to a certain class of problems. The system isconfigured to maintain a database record for each past working solution,classify the records according to the type/class of the solved problem,and rank each record based on several criteria's such as duration,customer satisfaction e.g., based on speech analysis and on line users'ranking, video analysis and clarity of the actions etc.

The system may be configured to scan and analyze previously conductedsupport sessions maintained in its database, and match in real-time abest working solution for each support session being conducted by thesystem, based on the problems successfully resolved in previous supportsessions.

FIG. 3 is a functional block diagrams showing components of the controlunit 12 used at in the TSC in some embodiments. A processor utility 12 pis used to process the imagery data 33 i received from the user's device(31), identify in it the failures/defects, and generate theinstructive/annotated video stream 33 i′. The processing utility 12 pcomprises a speech analysis module 12 s configured and operable toprocess the auditory signals received from the remote user and identifykeywords indicative of the faulty equipment and/or it elements and ofthe nature of the problems experienced by the user, and an imagerecognition module 12 s configured and operable to process the videostream 33 i from the user's device and detect in it objects/elementsrelated to the problem to be resolved.

The operation of the image recognition module 12 i may be guided to lookfor certain elements/items in the imagery data based on keywordsidentified by the speech analysis module, and/or based on keywordsinputs 36 i from the supporter e.g., by using a pointing device/mouseand/or keywords to focus the image recognition process onto items seenin the imagery data 33 i. Optionally, an optical character recognitionmodule 12 c is used to identify letters/symbols and text appearing inthe imagery data 33 i, which can be used to guide the speech analysismodule 12 i and/or the image recognition module 12 i.

An image processing module 12 g can be used in the processing utility 12p to introduce annotations, signs/symbols and/or text into the imagerydata 33 i based on inputs 36 i from the supporter for generating theinstructive/augmented video steam 33 i′ conveyed to the remote user. Thevideo tracking module 36 t is used for maintaining continuous connectionbetween the graphics introduced into the imagery data by the supporterand the relevant items/elements moving in the video frames due to thecamera movements, or due to actual movements of the relevant objects.

The control unit 12 is configured and operable to use the imagerecognition module 12 i to identify setup/configuration of theitem/equipment at the remote user end, and to detect thefailures/defects therein that possibly causing the problem to beresolved. The database 36 r can be used to store a plurality oferroneous setups/configurations (also referred to herein as referencedata) to be compared by a comparison module 12 u of the control unit 12with the setup/configuration identified by the image recognition module12 i. Whenever the comparison module 12 u determines a match, adiagnosis 12 d is generated by the control unit 12 indicative oferroneous setup/configuration identified in the imagery data 33 i.

Whenever a support session conducted by the TSC successfully resolve aproblem encountered by a remote user, the control unit 12 generates anew database record 51 comprising the data indicative of the resolvedproblem and of the instructions used by the TSC to resolve it. The newdatabase record is stored in the database 36 r for use in future supportsessions conducted by the TSC. In this specific and non-limiting examplea single repository 36 r is used for storing the reference data and therecords 51 of the resolved user's problems, but of course one or moreadditional repositories can be used for to separately store theserecords.

FIG. 4 is a functional flowchart demonstrating an automatedfailure/defect detection process 40 employing deep learning, accordingto some possible embodiments. The imagery data 33 i received from thecamera (31 c) of the user's device 31 is processes by the imagerecognition utility 12 i to identify objects/elements 41 therein relatedto the problem/fault encountered by the user 33. Optionally, the imagerecognition utility 12 i receives guidance 36 i from the supporter (36p) and/or from the control unit 12 of the processor TSC system, to lookfor particular objects related to the problem the user (33) is facing.Alternatively, and in some embodiments preferably, the speech analysisutility 12 s is used to process the auditory signals 33 v obtained fromthe user (33) to identify keywords uttered by the user, and/or thesupporter, during the session (20), which are then used to guide theimage recognition utility 12 i in identifying in the imagery data 33 iobjects/elements related to the problem to be solved. Alternatively, oradditionally, the keywords used for aiding the image recognition utility12 i are typed by the supporter during the support session.

The imagery data of the objects 41 determined by the image recognitionutility 12 i as being relevant to the problem to be solved undergo deepimage processing 42 used for determining one or more possiblesetups/configurations 43 of the faulty item/equipment (33 e). Acomparison step 45 is then used to compare between the possiblesetups/configurations 43 identified in the deep image recognitionprocess 42 and setup/configuration records 44 stored in a repository (36r) of the TSC 36. Based on the comparison results, block 46 determinesif there is a match between at least one of the determined possiblesetups/configurations 43 and at least one of the setup/configurationrecords 44.

If the process fails in finding a match in block 46, the control isreturned to block 12 s or 12 i for further processing of the auditoryand/or imagery data (33 v and/or 33 i respectively), and/or of any newauditory and/or imagery data obtained during the session (20), fordetermining new related objects/elements 41, and attempting to identifyfailures/defects in possible identified setups/configurations, asdescribed hereinabove with reference to blocks 42 to 46. If a match isdetermined in block 46, possible failures/defects 47 are determinedaccordingly, and in block 48 the system generates a query to look forthe best solution to the determined failures/defects based on the pastexperience and records ranks maintained in the system. After determiningthe best past solution for possible failures/defects 47, in block 49 itis presented to the user (33).

The best past solution determined for the possible failures/defects 47may be provided as an image with added annotations impressed there intoby a supporter of a previously conducted support session, and/or a videoshowing how to achieve the best problem solution (with or without ARinsertions), and/or text and/or audible instructions of the same. Inthis specific and non-limiting example, the deep learning process 40 isconfigured to compare between faulty/erroneous setup/configurationrecords 44 obtained from the database of the system and thesetup/configuration 43 identified by the deep image recognition 42, suchthat the match determined in block 46 can provide a precise problemidentification based on the past experience of the system and itssupporters.

It is however clear that the comparison conducted in block 45 can beconfigured to identify a match between the setup/configuration 43identified by the deep image recognition 42 and a database record 44 ofa popper/fault-free setup/configuration of the item/equipment 33 e. Inthis configuration, if a match is determined in block 46 (i.e., thesetup/configuration 43 appears to be correct), the control is passed toblocks 12 s and or 12 i for further processing of the imagery and/orauditory data. If there is no match between the setups/configurations,in block 47 the items/elements causing the mismatch are analyzed todetermine possible defects/failures accordingly.

If it is determined in block 50 that the best past solution obtained inblocks 48-49 resolved the problem, for which the user initiated thesupport session, a new database record is constructed in block 51, andthen stored in the database of the system for use in future troubleshooting sessions. The database record constructed in block 51 maycomprise a video showing how to fix the problem (with or without ARinsertions), and/or text and/or audible instructions of the same. If thebest past solution did not succeed to resolve the problem other pastsolution that presented good results are obtained from the database, andpresented in attempt to resolve the problem, by repeating steps 48 to 50for the various successful past solution maintained in the database.Alternatively, or concurrently, the operations of blocks 12 s, 12 i, and41 to 46 can be carried out in attempt to determine other possiblefailures/defects in the faulty the item/equipment 33 e.

If after some predefined number of attempts to resolve the problem basedon the successful solutions maintained in the database the problem isnot resolved, in block 52 the supporter (36 d) can provide furtherpossible solutions/instructions and/or send a professional technician tothe user (33) for resolving the problem.

Conducting the process 40 in numerous technical support sessions, and byapplying advance video analytics and deep learning algorithms,eventually yields a self-service mechanism in which the computer visiontools are used to analyze objects/elements in the imagery data 33 i andidentify faulty setups/configuration therein that the TSC system 36 canuse to diagnose the current state/conditions of the faultyitem/equipment 33 e and determine therefrom failures and/or defectscausing the problems/faults the user 33 encounters. For example, andwithout being limiting, with these techniques the processing system 12 dis capable of identifying cable(s) that are disconnected and/or cable(s)that are erroneously connected to the wrong port/sockets, errorsindicated by certain LEDs and/or by messages appearing in the user's enddisplay e.g., RF filter is missing in the wall socket connection, andsuchlike.

In some embodiments, once the processing system 12 d identifies thefailures/defects causing the problem(s)/fault(s), the tracking utilitytracks the relevant objects/elements identified in the imagery data 33i, which can accommodate various annotations and relevant symbols, iconsand/or signs, as described hereinabove. Accordingly, the computer visionand AR tools are used in some embodiments to facilitate for thesupporter 36 p the process of problem and/or failures/defectsidentification, which may become extremely difficult with technophobic(or simply technically unskilled) users. This automatedproblems/failures/defects identification layer is provided in someembodiments instead, or on top, of the conventional remoteintervention/guidance of the supporter 33.

In some embodiments database generation and sorting process is used forprocessing the imagery, auditory and/or textual data obtained in each ofthe (successful or unsuccessful) support sessions (20) conducted by thesystem, in order to improve the system's performance and alleviate thesupporter's labor in the failure/defects detection process. Optionally,and in some embodiments preferably, a machine learning process (e.g.,employing any suitable state of the art machine learning algorithmhaving machine vision and deep learning capabilities) is used forassisting in troubleshooting of technical support sessions handled bythe system. For example, and without being limiting, the machinelearning process can include logging and analyzing users' interactionswith the system during the support sessions, in order to identify commonusers' errors. This way, over time of using the system to conductsupport sessions a dynamic database is constructed and maintained foroptimization of successful problem solving sessions.

FIG. 5A is a functional block diagram showing a technical support system50 configured according to some embodiments to maintain and utilize adatabase 36 r of support session records 51 for resolving problemsencountered by users of the system. A machine deep learning process 52is used in the system 50 to process and analyze in real time imagery,auditory and/or textual, data received from a plurality of supportsessions 20 conducted by the system 50. In this process the machine deeplearning tool 52 classifies each of the currently conducted supportsessions 20 to a specific type of problem group (e.g., LAN connectivity,wireless connectivity, bandwidth, data communication rates, etc.), andidentify main key words and/or objects/elements mentioned/acquiredduring the session.

The deep learning tool 52 is used in some embodiments to perform highresolution in depth image recognition processes for identifying thesetups/configurations of the faulty item/equipment (33 e), as appears inimagery data received from the respective user in each one of thesupport sessions 20. The setups/configurations identified by the deeplearning tool are used by the machine learning tool 52 in its analysisof the support sessions 20 currently conducted by the system 50, toallow it to accurately classify each support session to a correctproblem group according to the classification scheme of the system. Aswill be described below in details, the machine learning tool 52 is usedin some embodiments to find in the database best matching solutions 55possibly usable for respectively solving the problem in each of thecurrently conducted support sessions 20. This way, machine learning tool52 can be used to provide the system 50 an automation layer allowing itto solve user's problem without human intervention.

Optionally, and in some embodiments preferably, the deep learning tool52 is configured and operable to carry out computer vision and videoanalysis algorithms for analyzing the video/imagery data andautonomously detect therein failures/defects. The failures/defectsdetected by the deep learning tool 52 can be then used by the machinelearning tool 52, and/or the processor 12 p to determine possible pastsolutions from the database 36 r to be used by the supporter 36 p toresolve a currently conducted support session.

The machine learning process 52 is further configured and operable insome embodiments to process and analyze the data records 51 of thepreviously conducted support sessions maintained in the database 36 r,classify the database records according to the type of problem dealtwith in each database record 51, identify main key words and/orobjects/elements mentioned/acquired during the support session, andassign a rank/weight to each database record 51 indicative of the numberof instances it was successfully used to resolve the problemtype/classification of its association.

FIG. 5B schematically illustrates a database record 51 according to somepossible embodiments. The database record 51 comprises an identifierfield 51 a (e.g., serial number), a classification field 51 b indicatingthe type of problem the database record 51 was associated with, a keywords/objects field 51 d indicating the main keywords/objectsmentioned/acquired during the respective support session, and sessiondata field comprising the imagery, auditory and/or textual data usedduring the respective support session to resolve the user's problem.

It is appreciated that the on-line real time assistance provided to thesupporters (36 p) substantially alleviates the problem definition anddefects/failures identification process, and will consequently permit toreduce the training time required to qualify the supporters (36 p) fortheir work, which will let getting the full capability of thesupporters, but will also result in less skilled supporters and insubstantial costs saving.

The machine leaning tools 52 are configured in some embodiments to scanthe records 51 maintained in the database 36 r in attempt to match foreach of the currently conducted support sessions 20 a best matchingsolution 55. In this process the machine leaning tools 52 identify a setof database records 51 which classification field matches the specificclassification determined for a certain one of the currently conductedsupport sessions 20. The machine leaning tools 52 then compare the keywords/objects field of each of the database records 51 in the setbelonging to certain classification to the key words/objects identifiedin the certain one of the currently conducted support sessions 20, andselect therefrom a sub-set of best matching database records 51.Thereafter, the machine leaning tools 52 compare the rank fields 51 c ofthe sub-set of best matching database records 51, and selects therefromat least one database record 51 having the highest rank to be used bythe system 50 to resolve the problem dealt with in the certain one ofthe currently conducted support sessions 20.

The system 50 comprises in some embodiments a maintenance tool 56configured and operable to operate in the background and continuously,periodically or intermittently, check the validity of each one of therecords 51 of the database 36 r. The maintenance tool 56 can determinethat certain types of database records 51 are no longer relevant (e.g.,relating to obsolete/aged equipment) and thus can be discarded. Themaintenance tool 56 can decide to discard database records that were notused again to resolve support sessions conducted by the system, or whichhad little (or no) success in resolving user's problems.

In some embodiments the maintenance tool 56 comprises a classificationmodule configured and operable to classify the database records, and/orverify the classification determined for each record by the machinelearning tools 52. A weighing tool 56 w can be used in some embodimentsto assign weights and/or ranks to each database record 51. A weight maybe assigned to designate the relevance of a record 51 to a certainclassification group, such that each record may have a set of weightsindicating a measure of relevance of the record to each one of theproblems classifications/categories dealt with by the system. A rank isassigned to a record to designate a score/percentage indicative of thenumber of instances it was successfully used to resolve problems insupport sessions conducted by the system 50.

In some embodiments a filtering module 56 f is used in the maintenancetool 56 for determining whether to discard one or more database records51. The filtering module 56 f is configured and operable to validate thedatabase records and decide accordingly which of the database records 51provide valuable solutions and should be maintained. Optionally, and insome embodiments preferably, the filtering tool 56 f is configured andoperable to maintain only database records having a sufficiently highrank e.g., above some predefined threshold, and discard all otherrecords 51. Alternatively, the filtering tool 56 f is configured andoperable to examine the ranks of all database records 51 belonging to acertain classification group, maintain some predefined number ofdatabase records having the highest ranks within each classificationgroup, and discard all other records 51 belonging to the classificationgroup e.g., to keep within each classification group the five (or more,or less) records that received the highest ranks/scores.

As explained hereinabove, the techniques disclosed herein are usable forgradually implementing full self-service operational modes, wherein thesystem autonomously analyzes the auditory/imagery data from the user toautomatically determine possible failures/defects causing the problem(s)the user is experiencing. The system 50 can be thus configured toconcurrently conduct a plurality of support sessions 20, without anyhuman intervention, using combined speech and image/video recognitiontechniques, to extract the proper and relevant keywords from auditorysignals and/or text data obtained from the user that describe theexperienced problem, and to determine the setup/configuration of theitem/equipment at the user's end.

Such combinations of the speech and image/video recognition techniquesenable the system 50 to assess the nature of the problem encountered bythe user, and to come up with a set of possible solutions from the pastworking solutions relevant to the specific problem, as provided in thedatabase records maintained and sorted in the database of the system. Byusing deep learning tools the system gains enhanced problem solvingcapabilities, thereby guaranteeing that the classical familiar problemencountered by the user will get the best solutions that can beprovided. In this case the system is automatically and remotely guidingthe user/customer to fix the problem, while online monitoring the user'sactions in real time.

In some possible embodiments, where there is poor connectivity, or noconnectivity at all, or no need for connectivity, to a technical supportcenter, a set of database records 51 that are relevant to one or moreitems/equipment belonging to the user and requiring support/maintenanceservice, can be maintained on the user's device. In such embodiments theuser's device can be configured to automatically identify theitem/equipment that needs to be serviced, using any of the techniquesdescribed herein, or alternatively let the user select theitem/equipment that needs to be serviced from a list. Based on the userselection, and/or automatic identification, the user will be providedwith the best working solutions as provided in the maintained databaserecords e.g., by playing/showing the recorded augmented reality basedinstructions. This way, different and specific self-service supportmodes can be implemented in a user's device of each user, according tothe specific items/equipment of the user.

In a case the user's device has temporary connectivity over acommunication network (e.g., to the cloud), the best working solutioncan be downloaded to the user's device using the same user selection,and/or automatic identification procedures, either manually or bypattern recognition techniques.

It should also be understood that in the processes or methods describedabove, the steps of the processes/methods may be performed in any orderor simultaneously, unless it is clear from the context that one stepdepends on another being performed first.

The technology disclosed herein can be implemented by software that canbe integrate into existing CRM systems of technical support centers ororganizations, and that can replace it or work in parallel thereto. Suchsoftware implementations combines opening voiceless bi-directional videochannel, when the customer's smartphone transmits the video image to thesupporter/expert, and the supporter/expert gives the costumeraudiovisual instructions over the communication channel.

As will be appreciated by one skilled in the art, aspects of the presentinvention may be embodied as a system, method or computer programproduct. Accordingly, aspects of the present invention may take the formof an entirely hardware embodiment, an entirely software embodiment(including firmware, resident software, micro-code, etc.) or anembodiment combining software and hardware aspects that may allgenerally be referred to herein as a “circuit,” “module” or “system.”Furthermore, aspects of the present invention may take the form of acomputer program product embodied in one or more computer readablemedium(s) having computer readable program code embodied thereon.

As described hereinabove and shown in the associated figures, thepresent invention provides support session techniques, systems andmethods, for fast identification of failures/defects and correspondingworking solutions for resolving problems encountered by remote users.While particular embodiments of the invention have been described, itwill be understood, however, that the invention is not limited thereto,since modifications may be made by those skilled in the art,particularly in light of the foregoing teachings. As will be appreciatedby the skilled person, the invention can be carried out in a greatvariety of ways, employing more than one technique from those describedabove, all without exceeding the scope of the claims.

1. A support system for diagnosing and resolving a mal-function in auser's equipment, the support system comprising a computerized systemconfigured to receive imagery data of said user's equipment, saidcomputerized system comprising: an image recognition module configuredand operable to process said imagery data and identify in it at leastone property of a setup configuration of said equipment and generatesetup configuration data indicative thereof; and a processor utilityconfigured and operable to compare said setup configuration data withreference data indicative of one or more improperly setup properties,match said at least one identified setup configuration property with atleast one of the improperly setup properties in said reference data,determine at least one improperly setup property associated with saidmal-function of said user's equipment, and provide instructions data forresolving said mal-function.
 2. The system of claim 1 wherein theprocessor utility is configured and operable to generate guidinginstructions for the image recognition module to guide the processing ofthe imagery data based on at least one of an image segments or portionsand keywords received from an operator of said system.
 3. The system ofclaim 1 comprising an optical character recognition module configuredand operable to identify textual information in the imagery data foraiding the image recognition module in the processing of the imagerydata.
 4. The system of claim 1 wherein the at least one setupconfiguration property identified by the image recognition modulecomprises at least hardware component.
 5. The system of claim 1 whereinthe at least one setup configuration property identified by the imagerecognition module comprises at least one software component associatedwith a graphical user interface.
 6. The system of claim 1 comprising arepository of working solution records, and wherein the instructionsprovided by the processor utility comprises at least one workingsolution record obtained by said processor utility from said repositorybased on the determined at least one improperly setup property.
 7. Thesystem of claim 1 comprising an image processing module configured andoperable to superimpose onto the imagery data annotations indicative atleast in part of the instructions data, wherein the instructions datacomprising said annotated imagery data.
 8. The system of claim 7comprising at least one tracker module configured and operable to adjustat least one of orientation, size and location, of the annotationssuperimposed in at least one of the images of the user's equipment. 9.The system of claim 7 wherein the processor utility is configured andoperable to generate in the repository a new working solution recordcomprising the instructions data with its respective annotated imagerydata.
 10. The system of claim 9 wherein the processor utility isconfigured and operable to process the working solutions records in therepository and assign to each of said records a rank indicative of itsability to resolve a mal-function.
 11. The system of claim 10 whereinthe processor utility is configured to remove from the repositoryrecords of working solution having low ranks, and maintain in saidrepository only records of working solution having high ranks.
 12. Thesystem of claim 1 wherein the computerized system is configured toreceive auditory data from the user, and wherein the system comprises aspeech analysis module configured and operable to process the receivedauditory data and identify in it at least one keyword associated withthe mal-function.
 13. The system of claim 12 wherein the processorutility is configured and operable to generate guiding instructions forthe image recognition module to guide the processing of the imagery databased on the keywords identified in the auditory data by the speechanalysis module.
 14. The system of claim 12 wherein the auditory andimagery data are generated by a user device, and wherein the processorutility is configured and operable to establish voiceless videocommunication with said user device responsive to at least part of saidauditory data, for exchanging voiceless video data therewith comprisingthe imagery data of the user's equipment.
 15. The system of claim 14wherein the processor utility is configured send said user deviceinstructions for setting up the voiceless video communication therewith,and wherein said voiceless video communication is established uponreceipt and carrying out said instructions by said user device.
 16. Thesystem of claim 14 used in a support center configured to concurrentlyconduct a plurality of support sessions for resolving mal-functions in arespective plurality of users' equipment.
 17. The system of claim 16wherein the instructions for setting up the voiceless videocommunication comprises a network address of a computer serverconfigured to establish the voiceless video communication between theuser device and the support center, said server being implemented eitherat the support center or at a remote site.
 18. The system of claim 16wherein the computer server is implemented at a remote site, and whereinsaid computer server is further configured and operable to implement atleast one of the image recognition module, tracker and/or imageprocessing module used with the imagery data, and at least somefunctions of the processor utility.
 19. A computer implemented methodfor use in tech-support, wherein said method being implemented by aprocessing unit configured and operable to provide automated,semi-automated or live tech-support trouble shooting, the methodcomprising: providing said processing unit imagery data associated witha support session carried out in connection with a certain technicalmal-function of a device of a user; providing said processing unitreference data associating said mal-function with one or more improperlysetup properties; applying by said processing unit machine visionprocessing to said imagery data to identify at least one property of asetup configuration of said device; and comparing by said processingunit said at least one property with said one or more improperly setupproperties to determine at least one improperly setup propertyassociated with said mal-function of said device.
 20. The method ofclaim 19 wherein application of said machine vision processing comprisesutilizing deep-learning to analyze said imagery data and identify saidat least one property.